System and method for auditing removal of customer personal information on electronic devices

ABSTRACT

A system and method for auditing electronic devices to verify removal of customer personal information (CPI). An electronic device is received at a facility. An electronic device is tested utilizing a test device to determine whether there is CPI on the electronic device. An identification of the electronic device is recorded in response to determining the CPI is on the electronic device. An alert associated with the identification is stored to indicate that CPI is on the electronic device.

CROSS-REFERENCE TO RELATED PATENT APPLICATIONS

This patent application is a co-pending application of U.S. patentapplication Ser. Nos. 12/940,411 12/940,331 and 12/940,299, entitled“SYSTEM AND METHOD FOR FLASHING A WIRELESS DEVICE”, “SYSTEM AND METHODFOR REMOVING CUSTOMER PERSONAL INFORMATION FROM AN ELECTRONIC DEVICE”and “SYSTEM AND METHOD FOR TRACKING CUSTOMER PERSONAL INFORMATION IN AWAREHOUSE MANAGEMENT SYSTEM” which are being filed concurrentlyherewith. The teachings and disclosures of which are hereby incorporatedin their entireties by reference thereto.

BACKGROUND

The use of and development of communications has grown nearlyexponentially in recent years. The growth is fueled by larger networks,more reliable protocols, enhanced software functionality, and bettercommunications hardware available to service providers and consumers. Asa result, more people than ever are buying and using electronic devices.Correspondingly, the number of returns, repairs and refurbishments areat record levels creating logistical problems.

Under various circumstances, users may return electronic devices to anoriginal equipment manufacturer (OEM), retailer, repair facility,service provider, or other entity. Electronic devices are often returnedfor repairs, refurbishment, exchanges, warranty issues, or any number ofother justified or arbitrary reasons. It is imperative that anyelectronic device that has been returned be cleared of all personalinformation, sensitive data, or other information linked to a previoususer. If the personal information is not removed, applicable laws,industry standards, and common business practices may be violated. Forexample, the personal information may be used by another party toperpetrate an act of identity theft. Similarly, the privacy of aprevious user may be otherwise violated.

SUMMARY

One embodiment provides a system and method for auditing electronicdevices to verify removal of customer personal information (CPI). Anelectronic device may be received at a facility. An electronic devicemay be tested utilizing a test device to determine whether there is CPIon the electronic device. An identification of the electronic device maybe recorded in response to determining the CPI is on the electronicdevice. An alert associated with the identification may be stored toindicate that CPI is on the electronic device.

Another embodiment provides an auditing device for processing electronicdevices to detect customer personal information (CPI). The auditingdevice may include a user interface for communicating information andreceiving user input. The auditing device may also include a number ofinterfaces operable to communicate with the one or more electronicdevices. The auditing device may also include a memory operable to storea plurality of libraries providing information for detecting CPI on anumber of electronic devices including a number of makes, models, andconfigurations. The auditing device may also include logic operable toutilize the plurality of libraries to detect CPI included on the one ormore electronic devices communicating with the testing device, record anidentification of an electronic device in response to detecting the CPIis present on the electronic device, and store an alert associated withthe identification indicating that CPI is present on the electronicdevice.

Yet another embodiment provides an auditing device for removing CPI. Theauditing device may include a processor for executing a set ofinstructions and a memory for storing the set of instructions. The setof instructions may be operable to receive one or more electronicdevices for verification of CPI removal, the one or more electronicdevices being one or more of a number of makes and models of electronicdevice, determine whether CPI is included on the one or more electronicdevices, record an identification and metadata of the one or moreelectronic devices in response to determining CPI is included on the oneor more electronic devices, quarantine the one or more electronicdevices until the CPI is verifiably removed, and record theidentification and metadata for the one or more electronic devices to adatabase in response to determining the CPI was included on the one ormore electronic devices.

BRIEF DESCRIPTION OF THE DRAWINGS

Illustrative embodiments of the present invention are described indetail below with reference to the attached drawing figures, which areincorporated by reference herein and wherein:

FIG. 1 is a pictorial representation of a merchandising process inaccordance with an illustrative embodiment;

FIG. 2 is a flow diagram of a process flow for processing electronicdevices to remove customer private information in accordance with anillustrative embodiment;

FIG. 3 is a block diagram of a system for merging customer privateinformation in accordance with an illustrative embodiment;

FIG. 4 is a flowchart of a process for determining the presence ofcustomer private information on an electronic device in accordance withan illustrative embodiment;

FIG. 5 is a flowchart of a process for verifying removal of customerprivate information from an electronic device in accordance with anillustrative embodiment;

FIG. 6 is a flowchart of a process for auditing electronic devices forCPI during processing in accordance with an illustrative embodiment;

FIG. 7 is a pictorial representation of a graphical user interface forremoving customer private information from an electronic device inaccordance with an illustrative embodiment;

FIG. 8 is a flowchart of a process for processing a device for CPI inaccordance with an illustrative embodiment;

FIG. 9 is a flowchart of a process for allocating units in accordancewith an illustrative embodiment; and

FIG. 10 is a flowchart of a process for shipping a unit in accordancewith an illustrative embodiment.

DETAILED DESCRIPTION OF THE DRAWINGS

The illustrative embodiments provide a system and method for detecting,tracking and removing customer private information (CPI) from electronicdevices. CPI is removed from electronic devices in order to ensure theelectronic devices may be repaired, exchanged, substituted or otherwiserecycled for usage. The detection of and removal of CPI allows serviceproviders and other organizations to comply with applicable laws, meetindustry standards and maintain good relationships with consumers,retailers, service providers and others that may utilize the electronicdevice or provide services for those electronic devices. Theillustrative systems are further operable to record and audit complianceof CPI removal or non-removal during processing of an electronic device.

In logistical, returns, and warehousing facilities and systems, one ormore checks, determinations, scans, or searches for CPI may be performedbefore or after standardized processes, such as receiving, allocation,and shipping. The facilities in which CPI removal or detecting areperformed may also include retail stores, merchandising outlets, servicecenters, refurbishers, audit locations, and other parties, services, andoperations that sell or otherwise process electronic devices.

Electronic devices may include computing and telecommunications devicesincluding cell phones, PDAs, smartphones, laptops, e-readers, mp3players, and other forms of personal, business, or consumer electronicdevices. CPI may include information, such as names, phone numbers,addresses, e-mail addresses, IP addresses, social security numbers,databases, email addresses, bank accounts, contact lists, address books,passwords, usernames, and other sensitive information associated withthe user or utilized by the user.

The inability to properly remove CPI may result in identity theft,consumer bad will, contract or legal violations, and other undesirableeffects or outcomes. In various embodiments, the CPI removal anddetection process may be utilized or integrated into warehousemanagement operations, returns or shipping systems logistics services,and systems and devices that are utilized to process electronic devicesor other goods. The electronic devices are processed by determining ordetecting whether CPI is present on the electronic device, removing theCPI if necessary and reporting the removal or non-removal of CPI ondevices that are being processed or have previously been processed toprovide an audit trail as well as trend analysis information tointerested parties.

The embodiments as herein described, may be automated or may requireuser interaction. In particular, the illustrative embodiments provide asystem and method for tracking CPI that is detected within processed orunprocessed electronic devices and implementing CPI removal as well astracking. The illustrative embodiments may be utilized to check for (orcheck and clear) CPI from electronic devices (also referred to as detector detect and delete). All electronic devices with CPI may be identifiedwith relevant information or metadata stored for local or distributedutilization by one or more parties. As a result, any number of partiesmay quickly determine whether CPI is present, and if so, steps may betaken to remove the CPI and ensure that electronic devices with CPI arenot distributed into the stream of commerce or processed in facilitieswithout first being cleared of the CPI in real-time or in the future.

FIG. 1 is a pictorial representation of a merchandising process inaccordance with an illustrative embodiment. In one embodiment, themerchandising process 100 of FIG. 1 may be implemented by a warehousemanagement system (WMS) 102. The WMS 102 may include a returns system104, a shipping system, applications 108, services 110, and databases112. The merchandising process 100 and WMS 102 may be utilized toreceive, process, and ship electronic devices. Additionally, the WMS 102may audit the detection and removal of CPI during any part of themerchandising process 100.

During all or any step or portion of the merchandising process 100,electronic devices may be analyzed to determine whether CPI is presentand, if present, to remove the CPI so that the electronic device may befurther processed. In one embodiment, electronic devices may be randomlytested during the merchandising process 100 to determine whether CPI ispresent. The WMS 102 is one embodiment of an information and dataprocessing system that tracks and records the processing of theelectronic devices through one or more facilities. FIG. 1 illustratesboth the flow of packages, inventory, and electronic devices as well asdata flow (as described by the included legend).

The WMS 102 is used to collect data scanned from return labels, and toprocess the returns. The processing center 102 includes computerprocessing equipment, including computers, data storage, scanners (i.e.,barcode, RFID, etc) and networking equipment, appropriate forcommunication of data to and from returns centers, merchants, andcustomer, as appropriate.

The computing equipment is programmed to fulfill the various dataprocessing and CPI removal services described herein. In one embodiment,the WMS 102 includes nodes, computers, access points, terminals, orother elements for displaying information, receiving user input, andscanning the electronic devices as moved through each stage of themerchandising process 100. For example, WMS 102 may provide a web pageor other network-accessible data source, accessible by customers forobtaining information about returns and data for printing return labels.The WMS 102 also stores business rules from merchants, which may bedelivered to it by electronic transmission over a data communicationsnetwork. As explained below, the WMS 102 matches data on the returnlabel to the merchant rules, which may specify disposition of thepackage or other rules for handling and/or to an identifier associatedwith an electronic device, the return.

The WMS 102 may include a CPI device operable to determine whether CPIis present on one or more electronic devices as described in FIG. 3. Thereturns system 104 and shipping system 106 may be modules, instructions,or hardware elements dedicated to tracking returns and shipping ofelectronic devices, respectively. The applications 108 may represent anynumber of standard or customized applications that may be part of theWMS 102. The services 110 may represent other features and services thatmay be provided during the merchandising process 100 and/or by the WMS102.

The database 112 may store information about electronic devices andother inventory that is tracked as it moves through the merchandisingprocess 100. In particular, the database 112 may track informationrelating to the detection and removal or attempted removal of CPI fromelectronic devices. For example, the WMS 102 may record when CPI wasfirst detected, the operator and system detecting the CPI, thequarantine process including marking the device physically andelectronically as quarantined, and the process for removing orattempting to remove the CPI in finite detail. In one embodiment, thereturns system 104 or the shipping system 106 may generate a quarantinelabel indicating that the device is at least temporarily quarantined.For example, the label may include a barcode or other scannableidentifier.

The applications 108, services 110, and database 112 may communicatewith one or more internal or external networks to communicate status,tracking, and other information regarding the processing of electronicdevices. For example, the services 110 may send automated messages to aservice provider based on the database 112 indicating that CPI has beenfound on incoming device(s) that relates to the service providersprocesses and business. In addition, the service provider, retailer, orother third party may receive notices according to rules utilized by theWMS 102 when electronic devices are received, value added services areperformed (i.e. repair, refurbishment, etc), and when the shipping labelis generated to fulfill an order. The rules between the returns providerand service provider govern communications, notifications, and remoteaccess to the WMS 102.

In one embodiment, returns are processed through a returns provider thatmanages and logistically handles returns for multiple merchants. Thesystems and methods herein described may also be easily adapted for areturns provider that handles only returns for a single merchant. Ineither case, the merchant is considered to maintain at least one returnscenter, whether by directly maintaining the returns center(s) or byassociating with a third party that does so.

In step 110, a merchant, service provider, or other party has deliveredan item to a customer. In step 111, the customer has decided to returnthe item, herein referred to as “the return item.” A returns label 20may have already been, or is to be, provided to the customer. Forexample, the return label 20 is delivered as an enclosure with thecustomer's original order, such as by being part of the customer invoiceor a separate insert.

In other embodiments, the return label 20 could be downloaded from adata network and printed by the customer, or otherwise delivered to thecustomer by means other than being included with the merchandisedelivery. For example, the return label may be separately mailed or sentby facsimile. As another example, the customer might access a websiteprovided by the merchant, link to a returns page, and download the datafor printing the return label.

The return label 20 is “pre-authorized” in the sense that the customernot need seek authorization from the merchant. The customer is apprisedby the merchant that returns are pre-authorized, such as by informationon the invoice or other shipping documents. The notification may beexplicit on the return label or elsewhere or may be implicit. Thecustomer may be further apprised that the customer need not pay shippingcharges, such as by a “no postage necessary” printing on the returnlabel 20.

The customer may affix the returns label 20 to the packaging for thereturn item and deliver over the return item to a carrier without payingany shipping charges to the carrier. The customer not need to affix anyaddress markings, make payments, or present indicia of postage, or gothrough any other shipping process as the return label may accuratelyrepresent the necessary information. The returns label may furtherindicate that delivery charges are to be paid by a recipient. Thereturns label 20 further identifies the transaction leading to thereturn. In one embodiment, this is a purchase transaction and theidentification is by invoice number or other indicia of the package orits contents. In other embodiments, the transaction could be a warrantyclaim, repair request, or bulk shipment from a service provider,retailer, or other party.

In step 112, the carrier delivers the return item to the returnsprovider. As stated above, in the embodiment of FIG. 1, the initialpoint of return for the package is a standard or specialized returnscenter, which may receive returns for more than one merchant. Thereturns center may be regional for a large area such as the UnitedStates. In other words, a large geographic area may have a number ofreturns centers. At the time the data for each returns label 20 iscomposed, the destination address on the label 20 is determined based onthe available returns centers.

In step 114, the returns provider receives the package from the carrier.The returns provider may scan the return label on the package and weighthe package. Any special shipping flags or indicia are entered at thistime. For example, the indicia may indicate that an included electronicdevice may have CPI. In one embodiment, the process of FIG. 8 may beimplemented when electronic devices are received.

The electronic devices may be scanned for CPI and if present may bephysically and/or electronically quarantined. For example, theelectronic device or associated package may be marked with a quarantinelabel and an electronic quarantine information associated with anidentifier of the electronic device and/or associated package. Although,not show, the electronic devices may be sent to a quarantine area forremoval of the CPI utilizing a CPI device. In one embodiment, individualelectronic devices or batches of devices may be rejected or preventedfrom being received individually or collectively. In particular, the WMS102 and return system 104 may prevent the device from being entered inthe system while CPI is present. In this manner, the returns providerreceives multiple packages, which may be items originating from multiplemerchants or customers, throughout a daily course of business.

In a process known as manifesting, the returns provider calculates theshipping charges due to the carrier and electronically manifests thecarrier. In one embodiment, this is done on a daily basis. In theexample of this description, the returns provider pays the carrier, andis compensated by the merchant for carrier costs and other services.

The returns provider may then sort the packages by merchant, again usingdata printed on return label 20 or another indicia affixed by thereturns provides, and collects the packages associated with eachmerchant. The final destination code is encoded on the return label, andmay also be printed in human readable form. For large volume merchants,the destination code may be associated with a package chute and/or adocking door.

The returns provider may also provide “value added” services for thebenefit of the merchant, such as notification of the return to merchantor notification to the customer of receipt of the package. For example,the returns provider may use the scanned return label information tonotify the customer and/or the merchant that the package has beenreceived and whether or not the electronic device was received with CPI.This information may be particularly useful to a service provider thathas previously paid a third party or has itself processed a device toremove CPI. In one embodiment, the WMS 102 may document the location andtype of the CPI as well as uploading a memory map that proves CPI waspresent for additional analysis or comparison as needed.

Value added services may include repairing, refurbishing, updating,recycling, or otherwise processing the electronic devices and theassociated steps, such that they are suitable for further dispositionincluding return, resale, standard usage, and so forth. After the valueadded services have been performed, the electronic devices may besystematically or randomly analyzed for CPI.

In step 116, after aggregating the packages for each merchant, thereturns provider further ships them in accordance with whatever policiesare specified for that merchant. For example, the returns provider maypalletize shipments back to the merchant. The return label data is usedto create a bill of lading, with data such as pallet counts, packagecounts, and shipment weight. In addition, electronic devices may beshipped back individually to other returns centers, vendors,liquidators, customers, stores, or other parties. In one embodiment, thepolicies are implemented electronically by the WMS 102.

Before an order may be fulfilled or the return label may be printed, afinal CPI verification may be required as further illustrated in FIGS. 8and 9. In step 118, the package is handled according to the dispositionpolicy or rules of the merchant, such as by being returned to stock,sent to a re-seller, liquidator, or otherwise disposed.

FIG. 2 is a flow diagram of a process flow 200 for processing electronicdevices to remove customer private information in accordance with anillustrative embodiment. The process flow 200 illustrates one embodimentof electronic devices being managed and processed for subsequentredistribution. The process flow 200 may include any number of users,participants, steps, and systems that may be automated or implementedbased on user input.

In one embodiment, a consumer 202 returns one or more electronicdevices. The consumer 202 may physically present the electronic device,ship the device or connect the device to a portal or an interfacemanaged by a service provider. In one embodiment, the electronic deviceis presented or supplied for repairs, returns, order fulfillment,refurbishment, or recycling 204. In addition, the electronic device maybe received for any number of other purposes not specifically describedsuch as upgrades, reconfiguration or user transfer.

The parties that may communicate or interact with the consumer 202 toreceive the electronic device or devices for repairs, returns, orderfulfillment, refurbishment, or recycling 204 may include a retail store206, an OEM 208, a third party 210 and a service provider 212(collectively, the “parties” 213). The retail store 206, OEM 208, thirdparty 210 and service provider 212 represent a few of many possibleparties, organizations, groups or individuals that may receive theelectronic devices. The parties 213 may physically or electronicallypresent electronic devices to a logistics control 214.

In one embodiment, the logistics control 214 is a warehouse managementfacility or operation that is operable to process electronic devices forrepairs, returns, refurbishment or recycling 204. The logistics control214 may have legal or contractual obligations or agreements with theparties 213 to process the electronic devices. The logistics control 214may also be utilized when the parties 213 need to process an electronicdevice in a way which is incompatible with their business model,technical skills, or day-to-day operations.

The logistics control 214 may include any number of systems, equipment,and devices configured to detect and remove CPI. In one embodiment, thelogistics control 214 may implement a CPI removal process 216 in orderto clear the CPI from electronic devices for subsequent reuse and/orredistribution. For example, a number of users may connect electronicdevices to a test stand to detect and remove CPI for a service provider.The CPI removal process 216 implemented by the logistics control 214 isfurther described in terms of systems, devices, interfaces, and methodsdescribed herein, such as in FIGS. 3-6.

The CPI removal process 216 may track and record all informationrelevant to the removal of CPI information from the electronic devicesfor subsequent access or reporting performed by the logistics control214 or the parties 213. In one embodiment, the CPI removal process 216includes a portal and database storing the CPI-related information forretrieval by the logistics control 214 and the parties 213. Thelogistics control 214 may include any number of different facilities orsystems that may operate independently or may be networked. As a result,the CPI removal process 216 may communicate with any number of otherlogistical control centers and CPI removal systems and processes toperform tracking, reporting, auditing, and verification.

If or once electronic devices are satisfactorily cleared of all CPI,distribution information may be utilized as part of redistribution 220.Redistribution 220 may include returning the individual electronicdevices to the respective parties 213 or the consumer 202, sending theelectronic devices according to the distribution information 218, orotherwise shipping or processing the electronic devices.

In one embodiment, in which the CPI removal process 216 is performedremotely from the facility or systems of the consumer 202 or the parties213, redistribution 220 may entail returning control to the applicableparties or activating or authorizing the electronic devices to functionnormally. For example, once the logistics control 214 beginsimplementing management of the electronic devices, all otherfunctionality may be locked out for the electronic devices (with theexception of failsafe or failover operations).

FIG. 3 is a block diagram of a system 300 for merging customer privateinformation in accordance with an illustrative embodiment. The system300 is one embodiment of a device, networked computing system, orenvironment in which CPI may be detected, removed and reported.

In one embodiment, the system 300 may include a CPI device 301 orsystem. The CPI device 302 may be utilized to detect and remove CPIinformation. In one embodiment, the CPI device 301 may includemanagement logic 302, an interface 304, a graphical user interface 306,libraries and models 308 including libraries for Nokia 310, Samsung 312,Motorola 314, Blackberry 316, E-devices 318, interface commands andscripts 320, a directory structure 322 and a baseline memory map 324.The CPI device 301 may further communicate with a network 326. Thenetwork 326 may communicate with a developer website 328. The system 300may be utilized to test electronic devices 330-336.

In one embodiment, the CPI device 301 is a personal computing device,such as a desktop computer configured to communicate with one or moreelectronic devices 330-336 concurrently or simultaneously. In anotherembodiment, the CPI device 301 may be a server or other network devicethat acts as a master WMS and is accessible to any number of remotecomputing devices or terminals to perform the methods herein described.The CPI device 301 may include any number of computing or communicationselements not specifically described herein including, but not limitedto, motherboards, busses, ports, cards, interfaces, adapters,peripherals, displays, jacks, processors, memories, operating systems,applications, modules or similar hardware or software components. TheCPI device 301 may include WMS hardware, software, equipment andinterfaces in addition to the described elements.

In one embodiment, the management logic 302 is the logic that implementsthe CPI recording and removal. The management logic 302 may include oneor more processors and memories configured to execute commands,instructions, or codes to perform the CPI management. In anotherembodiment, the management logic 302 may be core software executive or asoftware module that controls the other functions of the CPI device 301.

The processor of the management logic 302 is circuitry or logic enabledto control execution of a set of instructions. The processor may bemicroprocessors, digital signal processors, application-specificintegrated circuits (ASIC), central processing units, or other devicessuitable for controlling an electronic device including one or morehardware and software elements, executing software, instructions,programs, and applications, converting and processing signals andinformation, and performing other related tasks. The processor may be asingle chip or integrated with other computing or communicationselements.

The memory of the management logic 302 is a hardware element, device, orrecording media configured to store data for subsequent retrieval oraccess at a later time. The memory may be static or dynamic memory. Thememory may include a hard disk, random access memory, cache, removablemedia drive, mass storage, or configuration suitable as storage fordata, instructions, and information. In one embodiment, the memory andprocessor may be integrated. The memory may use any type of volatile ornon-volatile storage techniques and mediums.

The management logic 302 may be operable operate automatically orautonomously with or without user input in multiple instances and withmultiple display outputs (i.e., screens, views, windows, etc). Inanother embodiment, the management logic 302 may require userinteractions to connect the electronic devices 330-336 and provide userinput.

The interface 304 is an input/output system for interacting with theuser audibly, visually, and/or tactilely. The interface 304 may includea keyboard, monitor, mouse, voice control system, touch pad, track ball,or other systems or devices for interacting with a user. In oneembodiment, the graphical user interface 306 provides a visual interfacefor interacting with the user. One embodiment of the graphical userinterface 306 is illustrated in FIG. 6. The graphical user interface 306may display information regarding the connected electronic device330-336, ongoing CPI removal, reports, updates, and other information.

The network 326 is a network operable to communicate data, packets,voice signals, and other electronic communications. The network 326 mayrepresent any number of public or private networks. In one embodiment,the network 326 is an Ethernet network. The network 326 may be utilizedto communicate with developer website 328, OEMs, service providers, andother parties to communicate CPI removal reports, problems, libraries,scripts, memory maps, and other electronic communications or resourcesutilized by the CPI device 301.

The libraries 308 includes the electronic information, models, data,scripts, logic, processor, and programs for detecting and removing CPIfrom the electronic device 330-336. The libraries 308 may include opensource or proprietary information and databases. The libraries 308 maystore information for any number of device, models and configurations.Examples of libraries for Nokia 310, Samsung 312, Motorola 314,Blackberry 316, and E-devices 318 are shown. In one embodiment, thelibraries 308 may include information designating a baseline memory mapand locations in memories of various makes and models that need to beoverwritten, searched, or deleted to completely remove the CPI. Thevarious manufacturers, service providers or others may provide scripts,programs, or modules configured to detect and/or delete CPI. Likewise,the libraries 308 may store and update firmware, operating systems,applications, and other versions that are installed on the electronicdevices 330-336 before, during, or after the CPI removal process.

In one embodiment, the libraries 308 may include applications that aretemporarily installed on the electronic devices 330-336 in order todetect or detect and remove CPI. For example, for electronic device 334,a Java application may be required to be temporarily installed tointerface with the phone. Temporary applications may be required whenthere is a limited API or the applicable electronic device grantslimited privileges to outside systems or devices. The temporaryapplication may perform the detection and/or removal. Once the temporaryapplication within the libraries 308 has ensured the CPI is removed, thetemporary application may be deleted or otherwise uninstalled by the CPIdevice 301 or from the electronic device. The CPI device 301 may alsoverify that the temporary application has been removed.

In one embodiment, content within the libraries 308 may include theinterface commands and scripts 320, the directory structure 322, and thebaseline memory map 324. The commands and scripts 320 provides data,commands, and information, such as how to perform a query, enabling theCPI device 301 to interface with specified electronic devices. Thedirectory structure 322 provides details regarding the likely orpossible locations of CPI within specified electronic devices. Thebaseline memory map 324 may provide a template of what a baseline,cleaned, or default memory map of an electronic device should be (or beconfigured) for comparison with a real-time memory map of a testedelectronic device to identify and remove CPI. The baseline memory map324 may also identify the types of memory utilized by the electronicdevice, such as flash memory and a hard drive. In one embodiment, thebaseline memory map 324 may also store a scan or electronic imaging ofthe electronic device 334 before CPI removal for comparison with anotherbaseline memory map 324 or imaging of the electronic device performedafter an attempt to remove the CPI was performed. The electronic imageor other form of memory map of the electronic devices 330-336 may bestored in the CPI device 301 for access by the remote device 330 orother devices, systems or parties. For example, a retailer may accessthe electronic imaging performed for the electronic device 334 to ensurethat CPI was properly removed when servicing the electronic device 334or addressing a customer issue.

The CPI device 301 may include any number of ports, jacks, interfaces,hubs, or electronic interfaces (with or without built-in cords) forphysically or wirelessly connecting the electronic devices 330-336 tothe CPI device 301. In one embodiment, testing may be initiatedautomatically by the management logic 302 in response to connecting theelectronic device 334 to the CPI device 301. The CPI device 301automatically determines the manufacturer, model, variant, and softwareversion for the electronic devices 330-336. The CPI device locates anddetermines CPI, such as data, pictures, contacts, menu items, called logentries, user applications, and so forth, that do not conform with adesired state for that electronic device. The desired state may bereferred to as the baseline memory map 324 or baseline profile modelwithout CPI. In one embodiment, if the CPI device 301 does not recognizethe electronic device 323, the graphical user interface 306 may promptthe user to enter a model for the electronic device. If no model exists,the CPI device 301 may prompt the user to enter information or retrieveinformation for determining the desired state and for configuring theCPI device to test the electronic device 324 (or similar devices) forfuture testing. For example, the user may be prompted to enter atime/date, serial number, identifiers, and state of the device whentested.

The electronic devices 330-336 represent the devices under test. Anycombination of the electronic devices 330-336 may be testedsimultaneously or concurrently. For example, eight netbook models with asingle configuration may be tested simultaneously by the CPI device 301.In another example, a test for electronic device 330 may be initiatedand may continue to run while tests are initiated and executed forelectronic devices 332 and 334 allowing each of the tests to beimplemented separately and run at the same time. In one embodiment, theCPI device 301 may include multiple partitions that are accessible tostore and test distinct device types and configurations that may havehardware or software conflicts.

Each of the electronic devices 330-336 may require different testing.Testing may involve comparing a desired state (such as a model with allCPI removed) with a state determined for a model of an electronic deviceunder test and variations and baseline characteristics of thatelectronic device.

In another embodiment, the system 300 may include a remote device 330locally or remotely executing a desktop application 332. The remotedevice 330 may be operated by one or more remote users to perform thefunctions and operations of the CPI device 301. In one embodiment, theCPI device 301 is a networked device that includes or manages a databaseincluding the libraries 308. The CPI device 301 may be accessible by theremote device to clear CPI off of devices that are connected to theremote device 330. The desktop application 332 may include the desktopapplication 332 for clearing the CPI as described for the CPI device.The desktop application 332 may be locally stored and installed, a webinterface, or a network application that may be accessible through aserver, advanced intelligent network device, or the CPI device 301.

In one embodiment, the remote device 330 may be provided to acommunications service provider dealer network, retail stores, or otherparties that may need to remove CPI. For example, the operator of theremote device 330 may have a license and operation agreement with theoperator of the CPI device 301 to remotely access the CPI device 301 orto perform the features and functionality of the CPI device 301including potentially proprietary CPI removal applications, libraries,and processes utilized by the management logic 302 and the libraries308.

In one embodiment, the remote device 330 may access the databases andfunctions of the CPI device 301 utilizing a SSL connection through thenetwork 326. Other forms of secure communication known to those skilledin the art may alternatively be utilized. The remote device 330 mayaccess information including audit and reporting records for specifieddevices to determine whether CPI removal has been previously beenperformed or attempted. As a result, problems, variations, or exceptionsmay be detected, analyzed, quantified, and documented. The remote device330 may be granted full access or access on a transaction-by-transactionbasis. For example, an operator of the remote device 330 may be requiredto enter an IMEI that authorizes the remote device 330 to communicatewith the CPI device 301. The remote device 330 may be utilized todetermine whether a device is authorized and CPI free or whether thedevice has been compromised.

In one embodiment, the operator of the CPI device 301 may chargeretailers, refurbishers, and other parties a fee to lease, acquire, oraccess the functionality of the CPI device 301, the desktop application332, the libraries 308 or services available. For example, the retailermay lease the CPI device 301 or the remote device 330 as well as payingfor service fees or update costs associated with updates to the desktopapplication 332 and/or the libraries 308.

The processes of the illustrative embodiments may be stored as a set ofrules or policies that are electronically and/or manually implemented togovern processing of electronic devices. In one embodiment, the rulesmay be utilized by a processing system, such as a warehouse managementsystem, to ensure that electronic devices found to contain CPI areproperly quarantined until the CPI is verifiably removed. Verifiablyremoved indicates that a removal or flashing process has beenimplemented with the electronic device being tested, scanned, oranalyzed afterwards to ensure that the CPI is no longer present on theelectronic device. In one embodiment, the verification may be performedby comparing a memory map before and after (or with a baseline memorymap) to ensure identified CPI was removed. Processing of the electronicdevices may be performed utilizing bar codes or other machine readableinformation integrated with, attached to, or associated with eachelectronic device.

FIG. 4 is a flowchart of a process for determining the presence ofcustomer private information on an electronic device in accordance withan illustrative embodiment. The process of FIG. 4 may be implemented bya CPI device with or without user interaction. In one embodiment beforethe process of FIG. 4 may be implemented one or more electronic devicesare electrically connected to the CPI device. For example, a micro-USBconnector may be connected to the electronic devices being analyzed,updated, reconfigured, and cleared. In another embodiment, theelectronic device may be connected to the CPI device for reconfigurationthrough a wireless connection, which may include GSM, Bluetooth, WiFi,WiMAX, future equivalents, or other similar connections. The process ofFIG. 4 is utilized to test one or more electronic devices by performingstatistical monitoring, state recognition, notification or recording ofdetermined states, recognizing the broadest possible range of devices bymodel and variant, and automating the assessment and actions based inthe various determinations.

The process may begin by discovering a make, model, device identifier,software version, and other device specific information (step 402).During step 402, the CPI device may scan and analyze the type andconfiguration of the device. The device identifier may includedetermining a make, model, International mobile equipment identity(IMEI), IP address, software version, phone number, subscriber identitymodule (SIM) card, or other hardware or software that identifies theelectronic device.

Next, the CPI device automatically examines the device to verify thatall CPI is removed from the device (step 404). The determination of step404 may be performed before or after other manual or automatic stepshave been taken to remove CPI. The CPI device may scan or retrieve datafrom specific areas of memory to determine whether there is CPI on thedevice. In one embodiment, the CPI device may perform the determinationbased on information retrieved during step 402. For example, particularmakes and models of devices may have specified locations for storingCPI. The CPI device may utilized particular circuits, logic, scripts, oralgorithms to perform step 404 based on the information determinedduring step 402. During step 404, the current state of the device may becompared against a desired state for the device. The current state mayinclude a real-time memory scan.

Next, the CPI device determines whether the CPI is removed (406). If theCPI device determines the CPI is removed, the CPI device prepares thedevice for distribution (step 408). Preparing the device may includeupdating operating systems, applications, and other software for thedevice. Similarly, the device may be given a complete or partial systemscheck and re-packaged (with or without relevant accessories, manuals,and other necessary items) for distribution.

Next, the device is redistributed (410). Redistribution may includereselling, returning, shipping, or otherwise returning the device to therelevant party.

In response to determining the CPI is not removed in step 406, the CPIdevice records the device information and information documenting theCPI (step 412). The CPI device may record the date and time, thespecific type of CPI found and secure documentation of the CPI, thelocation of the CPI on the electronic device, a party that initiallyperformed or attempted CPI removal, and other information and metadatarelated to the device or attempted removal of the CPI.

Next, the CPI device cleans the CPI from the device (step 414). The CPImay be removed by overwriting appropriate selections, deleting orclearing specific or general portions of memory, utilizing built-inremoval codes, scripts, or processes. The CPI may be removedautomatically or based on actions of a user, operator, or technician(generically referred to as a user). In one embodiment, a module of theCPI device may remove the CPI from the electronic device utilizing amodule an library defining locations of CPI for that specific electronicdevice.

Next, the CPI device reports the information regarding CPI removal (step416). The information of step 412 may be utilized to generate a reportand audit trail. The information may be stored in a database,web-portal, record, or other memory element. The records may be trackedfor particular service providers, retailers, OEMs, or other parties aswell as by particular devices, models, or fields of tracked information.As a result, it may be possible to determine whether there is frequentlydifficulty or troublesome to remove CPI from specific device types. As aresult, the CPI device or removal process may be reconfigured to moreeffectively remove CPI for future devices. Step 412 may also involvesending one or more electronic messages including metadata to specifiedparties documenting the CPI. For example, service providers, CPI removalparties, managers, and others may be sent an email or report for everyviolation, daily, or weekly.

FIG. 5 is a flowchart of a process for verifying removal of customerprivate information from an electronic device in accordance with anillustrative embodiment. The process of FIG. 5 may be integrated withthe process of FIGS. 1 and 4 or may be implemented as an independentprocess. The process of FIG. 5 may be implemented as a gatekeeping pointduring any part of a merchandising process for detecting CPI andreporting the CPI to specified parties.

The process may begin by receiving an electronic device (step 502). Anadapter, interface or ports may be utilized to wirelessly or physicallyconnect the CPI device to the device through a proprietary or standardconnection.

Next, the CPI device scans the electronic device (step 504). The scandetermines the state of the electronic device and CPI stored oraccessible through the device. The CPI device determines whether the CPIis removed (step 506). For example, the current state of the electronicdevices is compared to a desired state utilizing memory maps.

If the CPI is determined to still be present on the electronic device,the CPI device indicates a non-conformity to a user visually (step 508).In one embodiment, an alert may be presented to a user indicating thenon-conformity/failure to the user. The alert may be utilized toimplement additional manual or automatic processes for the electronicdevice, such as a complete memory wipe and reinstallation of anoperating system and applicable applications.

Next, the CPI device records information related to the electronicdevice to generate and audit trail and trend analysis (step 510). Theaudit trail and trend analysis may be utilized to more effectivelyremove CPI from electronic devices in the future and to indicatepotential issues. In some cases, the audit trail may be required todocument business practices, compliance with rules and logic, to ensurecompliance with laws and business policies.

Next, the CPI device ensures controls do not allow the electronic deviceto be reintroduced (step 512). The controls may include printing up a“CPI FAILURE” sticker or quarantine label for the electronic device orstoring a message in the electronic device itself indicating that allCPI is not removed. For example, a user may be required to physicallyscan the device to remove CPI that is unable to be removed through theautomated process.

If the CPI is determined to have been removed in step 506, the CPIdevice sends CPI removal information verifying removal of CPI (step514). The CPI removal information may be sent to designated parties,saved in a database, or otherwise communicated to specified parties.

Next, the CPI device determines whether the CPI removal information isreceived (step 516). In one embodiment, an electronic confirmation orindication may be required to acknowledge that the CPI removalinformation is received by an application, system, device, equipment, oruser. If the CPI removal information is not received, the CPI deviceindicates a non-conformity to a user visually (step 508). Thenon-receipt of the CPI removal information may require correcting anddocumentation before the electronic device may be subsequentlyredistributed.

If the CPI removal information has been received in step 516, theelectronic device is prepared and redistributed (step 518). Theelectronic device may be updated with the most current software,repackaged, and then redistributed through the proper channels and withthe appropriate documentation indicating that all CPI has been removedand if necessary re-verified with a memory map or other informationstored.

FIG. 6 is a flowchart of a process for auditing electronic devices forCPI during processing in accordance with an illustrative embodiment. Theprocess of FIG. 6 may be implemented by one or more of a warehousemanagement system 602, a CPI removal system 604, and a flashing system606. In one embodiment, one or more of the warehouse management system602, the CPI removal system 604, and the flashing system 606(generically referred to as the “WMS” 602) may be integrated in adevice, system, or networked implementation as herein described or inthe incorporated reference. The WMS 602 may be utilized as an automatictool to minimize the possibility of introducing an electronic deviceincluding CPI to a customer or the stream of commerce based on humanerror.

In one embodiment, the process of FIG. 6 may be implemented for awarehouse processing or logistics control system or facility. Theprocess of FIG. 6 may be implemented by testing a device to determinewhether CPI is present (step 608). The determination of step 608 may beperformed numerous times by scanning or analyzing the applicableelectronic device. Step 608 may additionally include deleting CPI ifdetected. In one embodiment, the determination of step 608 may make thedetermination based on a real-time scanning process as well asevaluating previously recorded information for the electronic device.For example, during step 608, the WMS may determine whether theelectronic device has been certified as not containing CPI, whether theelectronic device is marked as having failed a test based on informationin a record, or whether there is no record. The electronic device isrequired to include a field, maker, flag, or indicator that specifiesthat electronic device has been scanned or examined and found not toinclude CPI. In one embodiment, the WMS may lock out or prevent theelectronic device from being entered into anything other than aquarantine queue if CPI is present. As a result, the problem with theelectronic device including CPI cannot be propagated further. Metadataof devices including CPI are recording during step 608 for storage. Themetadata may specify information, such as when CPI was found, who foundit, how it was found, who had previously processed the device, the typeand location of the data found, and all electronic images of the devicepreviously generated and the current electronic image. As a result,after further processing the electronic device may be further analyzedutilizing the electronic device and the recorded metadata. In oneembodiment, the metadata is stored in a quarantine table linked with therecord for the individual electronic device. The quarantine informationof the metadata ensures that the electronic device with CPI cannot beutilized in the allocating and shipping process to fulfill an order orrequest.

If CPI is detected during step 608, the WMS 602 marks the electronicdevice as including CPI (step 610). The WMS 602 may set a field orelectronic indicator to specify that the electronic device includes CPI.Additionally, the electronic device may be physically marked with asticker, bagged, and/or physically separated into a quarantine area. TheWMS 602 also quarantines the electronic device (step 612). Theelectronic device may be physically and electronically quarantined. As aresult, any attempts to electronically process the device may lock theuser out of the system (i.e. an interface may display a quarantinenotification and prevent the electronic device from being processed) andrequire the user to take procedures to again quarantine the device, suchas walk it to a quarantine area. Next, the WMS processes the electronicdevice to remove the CPI (step 614). During step 614, the CPI may beremoved or the device may be flashed to ensure removal of the CPI.

As shown, the CPI detection process of step 608 may be performed atanytime before or after receiving (step 616), allocating (step 618), orshipping (step 620) the electronic device. In one embodiment, a load ofmerchandise, such as processed phones may be unable to be electronicallyaccepted with a phone including CPI is included in the batch. As aresult, the entire batch may be returned as being compromised, theindividual phone may be returned or quarantined, or the electronicdevice may be further quarantined or separated with a record kept of thedetection of the CPI and rejection of the electronic device as beingreceived for processing. In another embodiment, if CPI is detected on adevice during an allocating stage, all of the electronic devices thatare in the same batch or being processed with the electronic device maybe locked down until each is individually tested. In another embodiment,electronic devices may be randomly tested at any time to ensure that theCPI removal process and procedures are being followed and implemented.The audit information may be automatically uploaded, updated, or sent tospecified parties, such as a service provider.

FIG. 7 is a pictorial representation of a graphical user interface forremoving customer private information from an electronic device inaccordance with an illustrative embodiment. The graphical user interface700 is one embodiment of an interface that may be presented. Thegraphical user interface may include information that is automaticallypopulated based on the CPI detection and removal process. Additionally,the graphical user interface 700 may allow interaction with a user. Inone embodiment, the user may be required to present identificationinformation, such as a username, password, company identification, orother access information to access the graphical user interface and/orcontrol the CPI device.

In one embodiment, the graphical user interface 700 may indicate whetherthe CPI has been removed or is still present. The graphical userinterface 700 may also indicate the electronic device identifier, filelocations(s) of CPI, file types, a party the electronic device isreceived from, date the CPI was cleared, a user in charge or removingthe CPI, CPI removal reports sent and received.

The graphical user interface 700 may include any number of views,windows, and access information for initiating, managing, and reviewingthe CPI detection and removal from electronic devices. For example, thegraphical user interface 700 may be utilized to generate reports oraudits for specific electronic devices or for groups of electronicdevices (such as lots or batches of electronic devices received).

The graphical user interface 700 may include any number of fields andmenus for selecting the electronic devices for testing. The graphicaluser interface 700 may also present options, look-up features, and inputfields for adding new device types (i.e., new makes and models) forupdating the logic and libraries utilized to perform testing.

The systems, devices, and processes as herein described may be mixed,substituted, or combined in any number of embodiments. FIG. 8 is aflowchart of a process for processing a device for CPI in accordancewith an illustrative embodiment. The process of FIGS. 8-10 may beimplemented by a processing company (“processor” i.e., warehousingcompany, logistics control facility, etc) utilizing a CPI device,warehouse management system, or other electronic and tracking tools. Theprocess begins with product arriving at a dock (step 802). The productrepresents a shipment of one or more electronic devices. The product maybe received via any number of shipment or delivery processes, such astruck, boat, train, and plane to name a few.

Next, the processor transfers the product from the truck to a stagingarea (step 804). The processor analyzes the product with a CPI tool(step 806). The processor creates a pass or fail record for each unitbased on the presence of CPI and/or missing defaults (step 808). Forexample, a cell phone that does not include CPI may be marked as passingwhile another cell phone that does not include CPI, but is missingdefaults may be marked as failing. Defaults may include software, suchas operating systems and applications, updates or other hardware orsoftware requirements for the unit. Units, such as PDAs, that includeCPI are marked with a failing record.

Next, the processor attempts to complete receipt inventory (step 810).The processor also creates a quarantine record for each unit with thefail record or a missing record (step 812). For example, the quarantinerecord may be assigned by the CPI tool in an independent process or aspart of step 808.

Next, the processor determines whether a quarantine is present (step814). The quarantine may include a physical or electronic quarantinelabel or identifier associated with the respective unit. If there is notquarantine present, the processor receives the inventory with passrecords (step 816). Next, the processor continues normal warehouseoperations (step 818). For example, the units may be refurbished,repaired, shipped, and so forth.

If the processor determines the quarantine is present in step 814, theprocessor systematically blocks receipt of inventory with fail recordsor missing records (step 820).

Next, the processor determines whether to return the product to thevendor (step 822).

If the processor determines to return the product to the vendor, theprocess ends with the not being accepted or otherwise returned to thevendor or other party.

If the processor determines not to return the product to the vendor instep 822, the processor uses the CPI tool to clear the CPI (step 824).The processor may alternatively use a flashing tool or device to clearthe CPI before returning to analyze the product with the CPI tool (step806).

FIG. 9 is a flowchart of a process for allocating units in accordancewith an illustrative embodiment. The process of FIG. 9 may begin byreceiving an order (step 902). Next, the processer attempts to allocateinventory from a specific inventory bin for allocation (step 904).

Next, the processor determines whether there is quarantined product inthe bin (step 906). The quarantined product may be detected byevaluating physical and electronic identifiers, randomly orsystematically testing the product in the bin for CPI, or otherwisedetermining the product is quarantined or should have previously beenquarantined.

If there is not quarantined product, the processor allocates units fromthe bin (step 908) before continuing normal warehouse operations (step910).

If quarantined product is found in the bin in step 906, the processorlocks the bin so that no inventory from this location may be used for anorder (step 912). The processes, checkpoints, policies, procedures andsystems of the processor may then be evaluated to determine how theproduct was moved into the bin.

FIG. 10 is a flowchart of a process for shipping a unit in accordancewith an illustrative embodiment. The process of FIG. 10 may begin withthe processor attempting to print a shipping label for a unit (step1002).

The processor checks for a quarantine record for the unit (step 1004) asan integrated or separate part of the printing process. The processorthen determines whether there is a quarantine record (step 1006). Ifthere is not a quarantine record, the processor prints the shippinglabel (step 1008). The printing label may be printed from one or moreprinting devices in communication with the CPI device/WMS.

If the processor determines there is a quarantine record in step 1006,the processor will not print the shipping label (step 1010). In oneembodiment, an error or alert message may indicate that the unit must bequarantined may be communicated or displayed to applicable personal. Theunit may also be separated and marked as quarantined with additionalprocess and system analysis to determine how the unit reached thatlocation or point in processing.

The illustrative embodiments provide an automated system and method fordetecting and removing CPI that is less reliant on user actions. As aresult, the likelihood of user error is decreased and efficiency isincreased. Similarly, processed electronic devices are less likely tore-enter the stream of commerce with unremoved CPI. Various types ofelectronic devices may be tested by a user on a single device withoutextensive user interaction. The CPE removal device may prompt a userthat is not an expert in CPI removal to take certain steps and performcertain actions in a specified order until all conditions are met forremoval of CPI.

The previous detailed description is of a small number of embodimentsfor implementing the invention and is not intended to be limiting inscope. The following claims set forth a number of the embodiments of theinvention disclosed with greater particularity.

What is claimed:
 1. A method for auditing electronic devices to verifyremoval of customer personal information (CPI), the method comprising:testing, by a test device, an electronic device to determine whetherthere is the CPI on the electronic device; determining the CPI is on theelectronic device; recording an International Mobile Equipment Identity(IMEI) of the electronic device in response to the determination thatthe CPI is on the electronic device; generating, by the test device, anelectronic quarantine record associated with the IMEI for quarantiningthe electronic device until the CPI is verifiably removed, wherein thegenerated electronic quarantine record is placed and stored in a memoryof the electronic device and further where a presence of the electronicquarantine record prevents the test device from being able to generateshipping information for the electronic device; automaticallyperforming, by the test device, a CPI removal process including flashingthe memory of the electronic device to remove the CPI on the electronicdevice in response to the determination that the CPI is on theelectronic device; performing, by the test device, a CPI memoryverification process following the CPI removal process to verify thatthe CPI has been flashed from the electronic device; removing, by thetest device, the electronic quarantine record from the electronic devicein response to a determination by the CPI memory verification processthat the CPI is removed from the memory of the electronic device,thereby allowing the test device to generate the shipping informationfor the electronic device; updating a database accessible to a pluralityof parties with the IMEI of the electronic device in response to thedetermination that the CPI is on the electronic device; and sending,over a communication network, automated messages to the service providerin response to determining that the CPI is on the electronic device. 2.The method of claim 1, wherein the test device communicates with one ormore master devices to retrieve libraries associated with a plurality ofmakes and models of the plurality of electronic devices.
 3. The methodof claim 2, wherein the libraries include a baseline memory map andupdated software for the electronic device.
 4. The method of claim 3,wherein the test device generates metadata and a memory map of theelectronic device.
 5. The method of claim 4, further comprising:performing a comparison of the memory map with the baseline memory mapto determine that there is the CPI on the electronic device, thecomparison indicating at least a location of the CPI and a type of theCPI.
 6. The method of claim 1, wherein the sending of the automatedmessages to the service provider in response to determining that the CPIis on the electronic device is performed for every instance of CPIdetection.
 7. The method of claim 1, wherein the sending of theautomated messages to the service provider in response to determiningthat the CPI is on the electronic device is performed daily.
 8. Themethod of claim 1, wherein the sending of the automated messages to theservice provider in response to determining that the CPI is on theelectronic device is performed weekly.
 9. The method of claim 3, whereinthe baseline memory map identifies a type of memory utilized by theelectronic device.
 10. The method of claim 3, wherein the baselinememory map stores an electronic image of the electronic device beforethe CPI is removed from the electronic device.